General User Guide

Menspro HubSpot User Guide

Table of Contents

1. Booking an Appointment

2. Lead and Lifecycle Management
   2.1 Lifecycle Stages Overview
   2.2 Using Lead Status to Track Patient Progress
   2.3 Typical Workflow Examples

3. Transaction Management
   3.1 Recording Transactions in HubSpot
   3.2 Creating a New Sale
   3.3 Applying a Payment to an Invoice
   3.4 Modifying a Paid Invoice
   3.5 Deleting an Invoice Payment
   3.6 Deleting a Payment Deal
   3.7 Updating Daily Transactions
   3.8 Entering a Refund

4. Engagement Programs
   4.1 Contact Us Submissions
   4.2 Special Report Requests

5. Appointment Communication and Confirmations

6. ACE Journey (Appointment Completed Evaluation)

7. New Patient Onboarding Journey

8. Contact Information and Support

1. Booking an Appointment

Appointments are booked using the online booking calendar on the internal booking page. A contact must already exist in HubSpot before scheduling a meeting.

Steps to Book an Appointment:

1. Use the internal booking page (not the reference calendar).

2. Enter First Name, Last Name, and email address, then click Submit.

3. The booking calendar will appear. Select the desired date and time.

4. Complete the form and confirm the appointment.

5. The patient will receive an email confirmation.

Note: The email address is a unique identifier in HubSpot. If unavailable, use [Firstname]+[Lastname]@none.com.

Once submitted:

• HubSpot creates the contact.

• Contact is added to AdvancedMD (EHR system).

• Appointment appears on the EHR calendar and as a meeting in the HubSpot contact record.

2. Lead and Lifecycle Management

2.1 Lifecycle Stages Overview

Each contact is assigned a Lifecycle Stage to track progression:

Lifecycle stages move forward only. A patient will never revert to lead status.

2.2 Using Lead Status to Track Patient Progress

2.3 Typical Workflow Examples

• • Contact books appointment: Status = Verified

  • Day-before call: Status = Appointment Confirmed

  • Checked in: Status = Checked In

    • No Show: Status = No Show

    • Unqualified: Status = Unqualified

    • Purchased: Status = Purchased Plan

    • Paid but no purchase: Status = ACE

3. Transaction Management

3.1 Recording Transactions in HubSpot

• Invoices capture the transaction details.

• Deals track payments made (named: "Payment – [number]").

Note: If payment is partial, invoice will remain open.

3.2 Creating a New Sale

1. Find patient in HubSpot.

2. Under “Invoices” → Click Add → Create Invoice.

3. Enter Invoice Date, Customer Type, Coordinator, and Treatment End Date.

4. Select plan(s) from Product Library → click Add.

5. Modify unit price as needed.

6. Click Finalize twice.

7. Close the email dialog box.

3.3 Applying a Payment to an Invoice

1. Hover over invoice and click Preview.

2. Click Actions → Record Payment.

3. Enter payment amount and source (card, cash, financing).

4. Uncheck email receipt.

5. Click Record Payment.

3.4 Modifying a Paid Invoice

1. Locate invoice → Preview → identify payment.

2. Hover over payment → Preview → Actions → Delete.

3. Navigate to Payment Deal → Actions → Delete.

4. Edit invoice → update as needed → click Update Invoice.

5. Apply new payment following steps above.

6. Delete old Payment Deal to avoid duplication.

3.5 Deleting an Invoice Payment

• Must delete before modifying invoice.

• Follow “Preview” → “Actions” → “Delete” process.

3.6 Deleting a Payment Deal

• Locate deal under patient record.

• Open deal → Actions → Delete.

3.7 Updating Daily Transactions

Update the Daily Deal to log:

• Sale Type, Plan Type

• Amount Collected and Method (ensure sum matches total)

3.8 Entering a Refund

1. Go to Deals → Click Add.

2. Name: “Refund – [Invoice #]”

3. Pipeline = Transaction

4. Stage = Cash Refund

5. Enter refund details → Create

4. Engagement Programs

4.1 Contact Us Submissions

When a visitor submits the Contact Us form:

• Contact is created/updated in HubSpot.

• Confirmation email is sent to contact.

• Internal notification sent to front desk and manager.

4.2 Special Report Requests

Visitors can request reports for:

• ED

• TRT

• PE

• Girth

• Acoustic Wave

What Happens:

• Visitor submits a request form.

• Receives email with download link.

• 3-day follow-up email is sent.

5. Appointment Communication and Confirmations

When appointment is booked:

• Confirmation email sent (from Front Desk email).

• Calendar invite created.

• Lead Status = In Progress; Lifecycle = Qualified.

• Reminder email sent 2 days before.

6. ACE Journey (Appointment Completed Evaluation)

When a patient doesn’t purchase after consult:

• Lead Status = ACE; Lifecycle = Patient ACE

• New Deal created → “ACE Prospect”

• Coordinator sets ACE reason and follow-up plan

• Enrolled in ACE Journey workflow

• 3-Day post-email sent with special offer

7. New Patient Onboarding Journey

Upon purchase, patients are enrolled in a five-week onboarding stream:

• Two versions: TRT Only, or ED & TRT

• Purpose: Education, reminders, encouragement

Journey Steps:

• After Week 4: Admin receives notification to follow-up.

8. Contact Information and Support

For assistance, contact:

• Support Email: support@menspro.com

• Internal Questions: Contact your clinic administrator or designated HubSpot lead.

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